Terry Evans – Do you dare stand your ground?

I believe that it is very important to stand your ground when you feel that something is not right in our everyday life. For example: If we are purchasing something from a store and we think we have been given bad service or bought something that is of poor quality…Should we confront the issue?

Sometimes it is not important to confront things; sometimes it is just better to walk away. However, there have been times in my life when I bought a service (bank, insurance or food at a restaurant) that I have not been satisfied with. It does not make any difference if you have already paid or are about to pay for it. Without confronting things, you cannot find a solution or be given an honest answer.

A while ago, I went to a renowned furniture store that sells many household products. It exists nationwide and internationally. I knew that I wanted to buy a particular armchair and was already aware of the price I would have to pay. However, I needed one last look at it before I went to customer service to place my order. The cost of the chair was clearly marked, and I wanted to this chair home that same day. Customer service informed me that this particular item was not kept in stock; I would have to pay an additional fee to have it collected from another store or warehouse.

This came as quite a surprise, and I asked myself: Why should I pay for something to be collected from another store or warehouse, because this particular store does not have the facility to keep it in stock? Why should the additional cost be passed on to the customer?

I have been their customer for many years, and I understand that I am responsible to pay for the transport cost, in case I cannot take the product home myself. I accept that, no problem.

I did some checking and was told the following: If I go to a store where they have this item, I could buy it directly, without any additional cost. However, this would mean that I would have to travel a much longer distance and have an additional cost anyway; in money and time.

Eventually, I was able to speak to the manager of this particular store, and I asked: “Why did you not have a sign saying that there would be an additional cost of SEK 399?” The chair should have cost SEK 2.995, but in this particular store it was both SEK 2.995 plus SEK 399. She replied that she would check what had happened. Some days later, she came back to me and said that the sign had been mixed up with other signs and was not there on that particular day.

I felt cheated and started to think about other customers who would not be in the position to pay this additional cost upon arrival at the store. Could it be that they would say: “Well, we have travelled this far. We will pay, even though we do not have the finances.” Or: “No, we will leave the store empty-handed and disappointed!”

I checked with other furniture companies, asking if this was a normal practice. Their reply was: “If we had to collect something from another store, that cost would be part of the overhead and not passed on to the customer.”
I also checked with associates and friends, and their reply was: “I would just leave the store.”

I wonder how many people have felt exactly as I did, meeting this situation…
Why does such a huge company have such a policy? How many customers could they lose because of it? I find it immoral and dishonest in the extreme!

As a point of interest: When I spoke to the manager of the store, she was prepared to drop the transport cost and give me the original price of SEK 2.995. I replied that I refuse their offer and cannot be bought. My reason for making this complaint was not for personal gain; it was to be given an honest answer.

4 Thoughts on “Terry Evans – Do you dare stand your ground?”

Agree that u did the right thing, but hope that they learn from this & decide not to charge extra as it should be part of their policy! I have bought from a local furniture shop & never paid extra when they havent had in stock & got it delivered from their shop in another town! I have also complained if the meal has not been up to standard & explained that its better I complain to them than go away think I wont eat there again. I have always had positive feedback. As luck happened I have very seldom had to complain over the past 47yrs in Sweden or abroad!
Wishing u & yr family a lovely happy weekend! WH